Sharing articles with externals through HR case - best practice

[Karolina]

Hi All,

I've been wondering what's your best practice or suggestion for the following scenario we've recently had:

- Externals can create HR cases, but cannot access our knowledge bases.

- An alumni employee created a case asking a question.

- HR Agent found an answer in an article and copy-pasted the text in the case. 

- The HR Agent did not attach the article to the case because the alumni wouldn't be able to access it anyway.

BUT 

We would like to somehow indicate that a certain article was used to resolve this type of case. What makes more sense:

- Leave the article number in Work Notes - worse for reporting knowledge usage.

- Attach the article anyway - better for reporting knowledge usage but I don't know how externals see such attached articles and I want to avoid bad EX/UX.

Any thoughts?

[jcmings]

Well, you could get around the copy/pasting by modifying the user criteria on the knowledge articles/base. You can enable read access for external users.

As for reporting... I think attaching is your best bet. 

As for how externals see articles... open an incognito tab and test it out.

[User186043]

The best solution here would be to add the edit option for the Attached Knowledge related list for the Agent Workspace.

This option was available to agents in the classic view but wasn't transported across to Agent Workspace. But this is the purpose of that table and is used with ITSM to record KBA use against tickets, so allows you to continue global reporting on % of tickets resolved with KBAs.

You will need to follow the steps in this article for adding the Edit button back as you will need a new UI Action (I believe): https://www.servicenow.com/community/developer-articles/solved-workaround-for-quot-edit-quot-buttons...